Manager, Technology Services

The Technology Services Manager is accountable for the support and delivery of IT services to the New York office, serving as a key relationship and service delivery contact for attorneys, legal practice assistants, and business services professionals on technology-related matters. This role ensures reliable, secure, client-focused service delivery across end-user support, AV services, and business engagement. This role manages and develops the local technology services team, supports office and global technology projects, and works with global technology colleagues to communicate New York business needs, coordinate service delivery, and helps ensure technology changes are implemented effectively for the office. Essential Functions: Service Delivery & Operations — New York Oversee the day-to-day operation of the New York technology services team, ensuring incidents, service requests, and escalations are managed within the firm’s P1–P4 priority and SLA framework Manage the local delivery of all technology services to New York legal and business services professionals — service desk, desktop support, hardware provisioning, onboarding/offboarding, collaboration and productivity tools, and access to application and security services Serve as a key relationship and service delivery contact for New York attorneys, legal practice assistants, and business services staff, translating their needs into responsive, high-quality service Act as the local escalation point for complex or high-impact issues, coordinating with global infrastructure, application, security, and collaboration teams to drive timely resolution Ensure appropriate ownership, communication, and follow-through for high-priority incidents and escalations Establish local business relationship for technology services in New York, ensuring office needs are understood, communicated, and addressed in coordination with the appropriate global technology teams Serve as a local project resource for technology initiatives affecting New York, coordinating with global colleagues to represent business requirements, support change activities, and help manage adoption of new or updated technology services Participate in local change readiness and adoption activities for technology initiatives, including stakeholder communication, issue tracking, and feedback collection Audiovisual (AV) & Event Support Manage the delivery of AV services for the New York office, including conference room technology, Teams/Zoom Rooms, video conferencing, town halls, client-facing meetings, and firm events Respond to AV incidents at elevated priority during live events and coordinate rehearsals and setup for major meetings Engage with New York stakeholders to capture the ‘Voice of the Client,’ using feedback mechanisms such as surveys (CSAT), workshops, and service reviews Identify and lead continual service improvement (CSI) initiatives informed by service data, incident trends, and stakeholder feedback Champion a client-centric culture, acting as a business relationship point of contact and turning support interactions into trusted partnerships Apply and enforce Incident, Request, Problem, Change, and Knowledge Management processes in adherence to ITIL 4 best practices Support the effective use and ongoing optimization of ServiceNow as the firm’s ITSM platform for ticketing, workflows, and knowledge Drive knowledge base coverage and first-contact resolution by promoting documentation, self-service, and reuse Support New York users through GenAI literacy activities such as floor walks, office hours, and targeted enablement Promote automation and AI-assisted approaches to improve service efficiency, ticket deflection, and the overall user experience Reinforce information security support in day-to-day operations — endpoint compliance, access management, and security awareness — partnering with the security team on incidents and hand-offs Ensure compliance with Firm policies, information security standards, and applicable regulatory and client requirements Provide regular reporting and analysis on key performance indicators—including MTTR, CSAT, SLA adherence, ticket aging, reassignment patterns, to identify trends, service risks, and improvement opportunities Oversee asset and configuration management for New York, including inventory accuracy and asset lifecycle management, while supporting local vendor management, maintenance within approved budgets Perform other duties as assigned to meet Firm goals and objectives Education/Training/Certifications Qualifications, Experience and Personal Attributes Bachelor’s degree in a related field. An equivalent combination of education and/or experience may be considered in lieu of the degree when the experience has been directly related to the functions of the job Professional Experience Minimum of 7 years of professional IT experience, with at least 2–3 years in a supervisory or team management role Demonstrated experience managing technology service delivery, end-user support, and audiovisual/conference-room services against SLAs/KPIs Experience in a legal or professional services environment strongly preferred Experience working with global technology teams to support projects, coordinate service delivery, and communicate local business requirements preferred Technical Skills Proficiency in Microsoft 365 products and modern end-user computing environments Hands-on experience supporting AV and conferencing technologies (e.g., Microsoft Teams Rooms/Zoom Rooms, Crestron/Cisco systems, digital signage, and event production support) Strong knowledge of IT service management best practices and tools, particularly ServiceNow and ITIL 4 processes Working knowledge of the firm’s GenAI platforms (e.g., Microsoft 365 Copilot) and their responsible, value-driven adoption Familiarity with legal and business applications (e.g., iManage/DMS) and information security fundamentals Strong written and verbal communication skills, able to communicate effectively and professionally with all levels of the Firm and outside vendors Client-centric mindset with strong customer service orientation and sound independent judgment Ability to drive issues to conclusion, influence cross-functional teams, and balance business priorities with operational requirements Analytical, data-driven approach to service performance and problem-solving Ability to work under pressure, meet deadlines, and manage shifting priorities and events Strong attention to detail, organizational skills, and the ability to handle multiple concurrent priorities Maintains confidentiality and exercises discretion Self-starter with a high level of initiative and a commitment to continuous improvement and innovation Collaborative and relationship-oriented, with the ability to work effectively with local and global teams to address business needs and support technology projects Management Accountabilities Manages assigned direct reports with regard to performance appraisals, annual compensation, goal setting, performance counselling, and development Conducts analysis of staffing levels and participates in the recruitment process for the New York technology services team Sets priorities, delegates efficiently, and ensures appropriate service and AV coverage across business hours and events Determines and implements change processes to improve workflow efficiencies and service quality Provides input on operational budget and staffing recommendations, and fosters a culture of service excellence, collaboration, and innovation — including GenAI adoption #J-18808-Ljbffr DBI Staffing